What communication scripts might you use to support practice of this skill? Are these complete scripts or just key words to support initiation?
The use of a script depends on the complexity of the interaction with co-workers or customers and the likely responses and behaviors of the student. Will the student need to practice using a simple script to retrieve equipment from different classes, different offices, etc.? Below is one example:
Customer service and troubleshooting can be very complex. Luckily, customer support and troubleshooting occurs through email or chat online more frequently now than in the past. This electronic communication is often much less complicated. The student does not have to engage in the non-verbal and verbal social interaction; he just asks the question or he just states the answer or directions.
Troubleshooting depends on the ability of the student to ask the right questions and to define clear answers. Some students may have the ability to describe the steps in using software or to direct the customer through a sequence of steps to rectify a problem. If so, can that student work at a Help Desk answering email inquiries?
A script in this case for email responses might define the general rules for responding to a request such as:
When you receive a request:
1) Restate the problem as you see it.
2) List the steps for solving the problem
3) Finish your email with “If this does not work, contact me again. I want to find an answer to your problem. Thank you for contacting the Help Desk.”On the script card, does the student need additional picture or word cues to define his body position, facial expression, gestures, etc. during the use of the script?
Additional reminder cues in the form of words or pictures may be appropriate on the script. For instance,
Customers do not know what you know about computers.
Be a good teacher like Ms. ____. She is always nice when people make mistakes or do not understand.
What additional visual clarity cues (e.g. color-coding, highlighting) might you add to the visual script to promote attention and comprehension for the student?
Are you arranging frequent practice opportunities with visual scripts to build independence and fluency through repetition?
In order to align this intervention topic area with the unique needs of the student, do you need to create scripts or scenarios in the View2do program?
